How to Get a Refund on Your Train Tickets

If your plans have changed or you're no longer travelling, here’s how you can request a refund or change your ticket.

How to request a refund for my ticket

You can refund our single and return tickets until 28 days after they expire. There may be a £5 refund fee.

For tickets bought on our website📱

Login to your account

Booked as a guest? Manage your booking here

For tickets bought at our stations🚉

Send your unused tickets with your name and address to: "Freepost GREATER ANGLIA REFUNDS"

For tickets bought elsewhere🌎

Contact your original retailer

How to change my ticket

If you need to change your ticket, you will need to purchase a new ticket and then refund your original ticket.

If you bought your ticket on our website, you can change the date or direction before your travel date without making a new booking.

Eligibility for train ticket refunds

✅Did not travel

✅Request made within 28 days after ticket expires

❌ Did travel

❌ Taxi, hotel and flight expenses, please claim under your travel insurance

Refunds for Cancelled or Delayed Trains

You can get a full refund if you didn’t travel due to a delay or cancellation. However, If you did travel, you cannot get a refund but you claim compensation if you were delayed by 15 minutes of more through Delay Repay.

Documents Required for Refunds

Please don't send us images of passports, credit or debit cards, or any other information that is personal to you. You'll be contacted if more information is needed.

Upgrading your refund terms

If you upgraded your refund terms while booking online, you can receive a 100% refund through our partner if you cannot attend and can evidence one of the many reasons in our Terms and Conditions.

Our Advance tickets are non-exchangeable and non-refundable. However, you can claim a refund for these if you upgraded your refund terms.

How do I request a refund?

Near the bottom of your booking confirmation email, please click the link to the dedicated online refund form.

How long does it take to receive my refund?

After you’ve submitted the online refund form, you’ll receive confirmation of receipt from the Customer Experience team and if approved, you will receive your refund within 72 hours directly to your chosen bank account.

Keep an eye out for any additional emails should the Customer Experience team need more information relating to your application.

My train is cancelled, is this included in the Upgraded Refund Terms?

The Upgraded Refund T&Cs are only applicable for personal circumstances affecting you as an individual and therefore cancellation or delays is not included.

If your train is cancelled, please email us at [email protected] with your original booking confirmation. If your train is delayed, please see our delay repay compensation scheme.

Please don't send us images of passports, credit or debit cards, or other information that is personal to you. We'll let you know if we need anything from you and how to send it to us.

Useful Info

More information about refunds and compensation can be found in our Passenger's Charter booklet and the National Rail Conditions of Travel.